To enable us to assess & improve the service we provide, we would be grateful if you would complete this customer survey. Please fill in all the fields on the form.
The hiflow call centre team.
Did you experience any difficulty contacting us to report your job/repair?YesNo
When reporting your repair was the telephone representative polite?YesNo
When reporting your repair was the telephone representative helpful?YesNo
When reporting your repair was the telephone representative efficient?YesNo
Were you given a suitable appointment time?YesNo
Was the appointment kept?YesNo
If the appointment was not kept, was contact made to explain the delay?N/AYesNo
Was the repair completed or a temporary repair made during the first visit?YesNo
Was the engineer who attended tidy?YesNo
Was the engineer who attended polite?YesNo
Was the engineer who attended helpful?YesNo
Was the engineer who attended efficient?YesNo
Were you kept upto date with the progress of your repair / spares ordered?YesNo
Did you have to make additional calls to chase up the job or spares?YesNo
Were you satisfied with the repair?YesNo
How do you rate the service we provided?ExcellentGoodAverageBelow AveragePoor
Would you like hiflow to contact you? (required)YesNo
We have guidance on how we hope to SAFELY manage repairs & safety checks over this period.
Our Office staff will ask customer various health questions – which include ;-
Is anyone in the household suffering from Corona Virus – or is Self Isolating ???
We will NOT send an operative in to a property where there is a customer currently with or suspects they are actually suffering from COVID 19 – unless they are isolating in a very remote part of the property – and have not had access to our work or access area within past 72 hours.
If a vulnerable or elderly customer is self isolating for THEIR own safety – and don’t suspect they have the virus – then we can proceed – on the conditions below.
Customer will be ASKED where faulty appliance / issue is located – Which Room ??
Customer to prepare & clear our work area – PRIOR to our operative attending.
No personal effects in immediate area. Such as, Toaster / Kettle / Crockery / Towels / Pet Dish etc.
Complete Area to be wiped clean by customer BEFORE we attend.
This includes area around Gas Meter – if a Gas Safety Check is being carried out.
Our operative WILL NOT PROCEED if the work area has not been cleared back at least a metre – and wiped clean.
Customer to be asked to provide hand washing facilities in house – preferably adjacent to work area & preferably with soap & disposable hand towels – kitchen roll – and a BIN.
Customer to provide a CLEAR PATH FROM FRONT DOOR TO WORK AREA – and back.
Customer to be informed that they must remain 2 metres apart from our operative – at all times.
Customer to be made aware we are attending & to “keep an eye out” for us arriving.
Customer should open & close their own front door, then step back 2 metres or move in to another room.
They can engage with our operative verbally, but MUST stay back 2 metres at all times.
All operatives have;- Face Masks / Disposable Gloves / Hand Sanitiser & Anti Bacterial Wipes.
This is for THEIR SAFETY. They will use these as they see fit.
Customers should consider if they too should be wearing PPE – for their own safety.
Our operative will knock the customers door – and then stand back 2 metres.
Customer should open the door and also step back 2 metres – and direct our operative to their work area. Customer can then close their own door.
Customer MUST NOT enter the immediate work area – whilst operative is in house.
They can discuss fault / issue with engineer – whilst remaining 2 metres apart at all times.
Operative will use Hand Wash facilities – hopefully supplied by customer. If Not – He will use own gel & wipes.
Operative will then ask customer to open front door again & to clear a safe path to outside – NOT touching any surfaces.
Is anyone suffering from or suspects they have COVID 19.
If so – They cant have been in work areas in past 72 hours – and must remain isolated and well away or removed from property – during entire visit. Highly unlikely we can attend.
Elderly and vulnerable customers who are self isolating for their own safety – and with NO signs or symptoms – SAFE TO ATTEND.
However – Customer MUST consider PPE of their own – and stay well back.
Customer to monitor arrival – and to open & close ALL doors – STEP BACK 2 metres – go in to separate room – & to clear a path to our work area.
Customer to remain at least 2 metres away from operatives at ALL times. Do NOT enter work area.
Customer to clear & clean work area PRIOR to us attending. NO kettles / toasters / towels etc.
Customer to provide hand washing facilities – and drying facilities – via disposable paper – Kitchen Roll ??
Operative will knock on door and then step back – 2 metres.
Operatives carry ;- Face Masks, Sanitiser Gel, Disposable Gloves & Anti Bacterial Wipes.
This is for THEIR safety. Operative will assess which – if any – of these they will use in a set situation.
Customers should consider whether they too should use PPE etc during our visit. Not compulsory.
Please DO NOT enter work area at any point.
Discussions can be had – but 2 metre Social Distance MUST be maintained at all times.
On completion – Our operative will provide customer with an update on works – NO SIGNING of works.
Customer should then open all doors etc and ensure a safe exit path – and again move away 2 metres – or in to other room.
Customer can then close their own front door – and then may wipe down surfaces where our Operative has been.
hiflow property services ltd